Hi, I’m
Emer Tuohy
Seattle,WA
Summary
A collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. A strong operations professional and problem-solver. Capable of independent decision-making and using sound judgment to positively impact company success.
Overview
10
years of professional experience
1
Bachelors Degree
2
Professional Certifications
Work History
Fairmont Olympic Hotel
Director of Front Office Operations
2018.07 - 2023.07 (5 years)
Job overview
- Coached employees and managers through day-to-day work and complex problems. Initiated mentorship program to address areas of opportunity.
- Increased Employee Engagement results to achieve an average of 91% for my departments in 2022.
- Delivered performance reviews, recommending additional training or advancements.
- Assisted in recruiting, hiring and training of team members.
- Managed customer information and adhered to safety procedures to prevent breaches and data misuse.
- Monitored customer service trends by analyzing post stay reviews, spending habits, and guest loyalty program data. Compiled information and provided insights to Executive Committee to refine product offering and enhance strategic operational planning.
- As Loyalty Program Champion, I communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets. Exceeded annual enrollment goal in 2022 of 2800 new members.
- Selected as Chairperson of Fairmont Olympic's RiiSE Committee which aims to promote diversity and inclusiveness as part of a larger Accor Hotels brand initiative.
- Lead Front of House Teams through hotel's 25 million dollar renovation. In my role I managed over 40 hourly colleagues and Supervisors, Director of Guest Experience, and Front Office Managers.
- Worked closely with our vendors on design and implementation of wooden keys in the hotel's effort to eliminate single use plastics. I created and implemented 'Housekeeping Service Upon Request' in order to combat understaffing in multiple departs and decrease daily operating costs.
Fairmont Chateau Laurier
Guest Service Manager
2017.03 - 2018.06 (1 year & 3 months)
Job overview
- Oversaw day-to-day operations of 426-room hotel with staff on shift of ~30 employees
- Attended to customer needs, responding to questions, complaints and escalations through English and French.
- Monitored staff training, scheduling and shift changes complying with Union regulations.
- Maintained and troubleshot hotel property management systems (Opera PMS).
- Conducted regular training and information sessions for staff to share best practices, brand requirements and review guest feedback.
- Created and implemented an Upselling Program in order to increase revenue and motivate team.
Eliot Hotel
Hotel Duty Manager
2016.04 - 2017.03 (11 months)
Job overview
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Evaluated and promptly resolved hotel operational issues.
Education
National University of Ireland (NUIG) , Shannon College Of Hotel Management
BBA from International Hotel Management
03.2015
University Overview
- 12 month Hotel Internship: Lausanne, Switzerland, Kitchen, Front Office, Food and Beverage
- Thesis: The Changing Role of Women in Hotel Management - Result: First Class Honors
- Graduated 1st in class in minor study of French.
Skills
- Hiring and Onboarding
- Policy and Procedure Modification
- Project Management
- Customer Relations
- Data Analysis
Certification
- Sales, Cornell University - September 2023 *Expected*
- Tourism Management, Florida Atlantic University - April 2020
Timeline
Director of Front Office Operations
Fairmont Olympic Hotel
2018.07 - 2023.07 (5 years)
Guest Service Manager
Fairmont Chateau Laurier
2017.03 - 2018.06 (1 year & 3 months)
Hotel Duty Manager
Eliot Hotel
2016.04 - 2017.03 (11 months)
National University of Ireland (NUIG)
BBA from International Hotel Management
- Sales, Cornell University - September 2023 *Expected*
- Tourism Management, Florida Atlantic University - April 2020
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